Streamlining Customer Service & Field Operations for a Bath Accessories Brand
Project Overview
A leading bath accessories company, specializing in taps, faucets, and related products, wanted to provide end-to-end customer service management through a digital platform. Traditionally, handling service requests, assigning plumbers, and managing service payments were manual and unstructured.
We The solution was to develop a centralized service management system with an admin panel that enables the company to register services, assign plumbers, track payment ledgers, and analyze service problems efficiently.
Customers can register service requests through WhatsApp Flow or directly via manual entry by the support team. Each request is tracked in the admin panel, plumbers are assigned accordingly, and payments are managed seamlessly.
Industry Problems
Problems in Leather Manufacturing
& Supply Chain
01
Unorganized service requests
Customers often raised issues informally, making it hard for the company to track service details.02
Plumber assignment inefficiency
No structured way to allocate service requests to plumbers.03
Manual payment tracking
Admins had difficulty monitoring amounts payable to plumbers and reconciling ledgers.04
Lack of insights
The company had no clear view of the most common service problems being reported.
Our Solutions
How Our ERP Transformed the Leather Industry
Customer Service Registration
We enabled customers to register service requests digitally through WhatsApp automation or via manual entry by the support team. This ensured all requests were logged systematically in the admin panel for better tracking.
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Service requests raised automatically through WhatsApp.
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Admins can manually create requests on behalf of customers.
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Structured plumber assignment with availability-based allocation.
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Ledger system to track payments and update balances after payouts.
Plumber Management
A dedicated plumber management system was introduced, allowing admins to create plumber profiles and assign services based on availability and location. Payments are tracked via an integrated ledger for transparency.
Service Tracking & Analytics
Every service request was linked to the reported problem, allowing the company to identify recurring issues. Analytics provided insights into product performance and common service demands.
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Reports generated on recurring problems for product improvements.
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Data-driven insights to support service planning and quality control.
Impact
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Improved Service Efficiency : Customers can easily register issues, while admins manage all requests in one place.
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Streamlined Plumber Assignment : Quick and organized allocation of plumbers reduced delays and improved customer satisfaction.
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Transparent Payment Management:Payment ledgers provided clarity on plumber earnings and admin payouts.
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Data-Driven Insights:: Reports on recurring problems gave management valuable input to enhance product design and durability.
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Enhanced Customer Experience : WhatsApp automation simplified service registration, offering convenience and faster turnaround times.
